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We had a Sears service rep come to diagnose a problem with our Sears Whirlpool Calypso washing machine on 3/30/2010. He was here for an hour, charged for two hours, and misdiagnosed the problem. We chose to make the repair ourselves, as is always a consumer option,...
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3 comments
Anonymous
#1269853

I am wondering how this worked out? Sears has misdiagnosed my faulty refrigerator as having a sensor issue vice a Freon leak to avoid a five year warranty repair.

What happened with you?

Did you write the BBB or the States Attorney General. Be sure to always video tape service calls with Sears as they will lie in a heartbeat!

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Review
#177602 Review #177602 is a subjective opinion of poster.

Sears review in Macungie, Pennsylvania: Poor Customer Service

At 5 pm on a Tuesday, I took my car in to Sears Automotive on Willow Street in Manchester, NH to see why the air conditioner wasn't working. The guy working said his "air conditioner man" wasn't working that night and for me to bring it back the next day at noon. So the next day, during my lunch break from work, I drove over. I stood in line for over 30 minutes and no one would help me. I asked one of the mechanics that was standing around, what was up?...He said he was on a mandatory lunch break and couldn't help me. Correct me if I'm wrong, but shouldn't folks in the retail business take lunch breaks other than when the rest of the world takes theirs? That's when most folks go out to get stuff done....on their lunch breaks. Needless to say, after wasting almost an hour, I drove off with no help and went to another place instead who took me right away. In this economy, I don't understand why outfits such as Sears are not interested in keeping customers. I'll never go back.
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1 comment
Anonymous
#131302

one year and 2 months old dryer *** out the day before easter. no one at sears would help except a nice Darlene tried to get me a free service call...they want to charge me $200 for a $25 part. So long Sears from a 30 year customer :(

Review
#177564 Review #177564 is a subjective opinion of poster.

Poor Service from Sears

If you want quick, dependable response I recommend someone other than Sears. The service department was unwilling at any time to expedite or escalate my call to get a technician out sooner. I was inconvenienced twice by this unit and received very little in return. I have never heard a staff of people use the term "not our policy" so frequently. They said all of the warm, feel good things like 'we understand your frustration' and 'we are so very sorry'. It was just a routine. I will never use sears for service again, and I certaintly will never buy a sears product because I know they will not stand behind it.
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4 comments
Anonymous
#135449

I took my craftsman *** wacker into my local sears for repair. The draw string was still attached to the pulley but wasn't grabbing so I could turn the engine over to start it.

This is the second craftsman *** wacker that I have had in the past 4 1/2 years. It wasn't the cheap model either. I paid $150 for it. The first one that broke was covered under warranty so they gave me a new one.

The second one was just past the warranty so I had to pay a $30 diagnosis fee. The customer rep said that someone would call me to and let me know if the repair was going to cost me more money. No one ever called me to let me know anything. I called on the day that the product was supposed to be returned to the store for pick up.

It took a half hour to get connected to someone that couldn't even speak English very well. They told me that my product was repaired and I could pick it up. I asked the rep if it was going to cost me any more money when I pick it up and the rep didn't know. They transferred me at least six times and took another half hour to connect to someone else.

After all that time I was told that the repair would not cost me anything else and that my *** wacker was repaired and ready to go. I picked up my *** wacker at my local store and discovered that they didn't repair my product at all. In fact they said that the starter assembly was bad and the valves were no good on the *** wacker. I was so disappointed with their customer service.

They promise you certain things and then they lie to you. I never abused my product and always followed the maintenance guide in the owner's manual. I took the thing apart myself and fixed it myself. They could at least have applied my $30 towards another *** wacker in the store.

Don't buy from sears or take anything back there for repairs. They just take your money, don't stand by their products and their customer service stinks.

I have thousands of dollars in craftsman tools, tool chests etc... I will not buy anything major from Sears ever again.

Anonymous
#131274

Dear Mr. Williams,

We want you to know we are here for assistance and we do care for our customers. It is clear that you are not pleased with Sears and at this time do not want to associate with us. We would appreciate the opportunity to speak to you regarding the service you have received. It is our goal at Sears to not only meet but exceed our customer’s expectations. My name is David and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the microwave was purchased under and we will call you at your convenience. In addition, please reference to this posting so we can refer to your case.

Thank you,

David V.

Senior Case Manager

Sears Cares

Anonymous
#131180

:? Their reply is a bunch of ***.

They treated me the same way. No legal recourse I know but wish I could afford a good lawyer for a clqass action suit. Bought microwave/convection oven, stop working 2, now 3 times in less than 18 months. Their reply, kiss off, pay for repairs or not.

No repair with out it plus when I complained they sent me a extended warranty to pay more.

Never will I or my family ever go to one of your stores..Oh by the way..the second repair was their fault because of a wrong dianosis by technichian. The second tech told me the probalem was caused by fault of the plant it was assembled.

David
Sears Response
#130570

Dear Womerb,

We are sorry to hear about the problems that you experienced with our service unit. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at searscares@searshc.com so that we can further discuss your concerns. Please provide us a contact number and the phone number the service was scheduled under and we will call you at your convenience. In addition, include your screen name (Womerb) in the email so we can reference to your case.

Thank you,

Shayne W.

Senior Case Manager

Sears Cares

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With Official Company Response
Review
#177452 Review #177452 is a subjective opinion of poster.

Hot Water heater doesn't work and Sears is giving me the run around

Have a Gas Hot Water Heater under a Sears extended warranty agreement. I have had 5 visits in the past 7 months and it still doesn't work! I have to plug and unplug it for up to a 1/2 hour to get it to work. Last Tech said he can't fix it but Sears says it is still trying to decide whether it should be replaced under their Lemon Policy!(5 visits in 6 months would have met their criteria). Everyone is very apologetic that I am having this problem and they always have one more 800 number I should try. In the meantime I am taking cold showers. This is definitely my last Sears appliance.
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2 comments
Anonymous
#131545

Replacement Hot water heater has now been installed by Sears. Appreciate Sears responding promptly to my complaint.

Anonymous
#131279

Dear TonyS,

We are sorry to read about the service you have received from Sears at this time. We can only imagine the frustration this has caused you and your family. We want you to know we are here for assistance and would appreciate the opportunity to speak to you. My name is David and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at searscares@searshc.com so that we can assist you with resolving this issue. Please provide us a contact number and the phone number the water heater was purchased under and we will call you at your convenience. In addition, please reference to this posting so we can refer to your case.

Thank you,

David V.

Senior Case Manager

Sears Cares

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Review
#177355 Review #177355 is a subjective opinion of poster.

Sears review in Canton, Texas: NEVER SHOWED UP

On March 30th 2010 we had a confirmed afternoon appt. for Sears service on our new Kenmore refrigerator, which was made one month in advance. I'd taken the time off from work. This was our second attempt to fix the same problem. At 12:00 pm I called just to make sure they were coming between 1-5PM as scheduled. Appt was confirmed. At 5:00 pm I called again to find out why no one showed, I was told they were still coming. At 7:00 PM I called again and was told they still were coming. I stopped waiting by 9:00 PM. There was no call to me to explain why this had happen that night or the next day. On March 31st evening my husband called Sears spoke to Glenn, explained the situation, he requested to speak with a supervisor which he did speak with Neligh to no avail. My husband requested to speak with his supervisor. He was placed on hold for 15 minutes and then disconnected. Shame on Sears for being RUDE, INCONSIDERATE, and INCOMPETENT.
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Review
#177186 Review #177186 is a subjective opinion of poster.

Sears would rather loose over $3,000.00 than deliver in

I purchased over $3,000.00 at a sears outlet store in Houston,this peoplewould rather loose this money, than deliver to a black neighhood before 6:00 pm.My money spend all over houston, i cancelled the delivery because i waited a week to have my appliances deliverd on a Friday morning, plus we pay for the delivery, sears is already in financial trouble, but they let idiots lead to cancellation of high priced appliances.i asked for a supervisor and was told , the supervisor is going to agree withme. i asked for a regional manager costumer service, he had no clue who that could be.
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Review
#177027 Review #177027 is a subjective opinion of poster.
Service
Sears Delivery Service

SEARS – worst service ever!

The quality of service from SEARS has deteriorated dramatically over the last year or so. I believe I have never had such bad service from any company in the USA. I have a service contract with them, and I try to get my Heat Pump unit fixed – sold a few years ago by SEARS – since January! They could not figure out what is wrong with the unit on the first visit, and the consecutive visits they canceled and rescheduled already FIVE TIMES! Their technician told me confidentially that they laid off everyone in the region except him, and since he has no clue how to fix the unit they keep cancelling and rescheduling the service call. So my advice to everyone – STAY AWAY FROM SEARS.
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Review
#176797 Review #176797 is a subjective opinion of poster.

Sears Customer Service Is Dead

We purchased a matching Aspen Green Whirlpool Washer & Dryer February 2009 from our local Sears Store. Exactly one year later the trim ring around the dryer door was falling off and it can not be replaced as Whirlpool no longer manufactures the Aspen green Color machines or parts. According to the Warranty we purchased we were entitled to a replacement. Unfortunately it now must be a different color from the initial set. Which means I no longer have a matching set. This to many phone calls and much arguing to get this accomplished. So we now have a replacement machine scheduled to be delivered Saturday Feb 27, 2010. The delivery window was 9am - 11 am. The drivers arrived 40 minutes early. I was in the process of feeding my young children breakfast when they arrived. When the drivers arrived the machines were stacked and they unstacked them and removed the old dryer and brought int he new dryer. They then realized they did not have a staking kit. So they put us on the phone with one of their people who told us it was our fault we did not order the stacking kit and when we get it they will be back. My husband told the women he would get it that day and she agreed that they would return the next day to finish the installation. We asked what time and we were told to wait until between 6 pm and 9pm for a call giving us a delivery time. The call never came. I woke early the next day and proceeded to place a call to see when they would be there. to make a very long story short it took 1 hour 20 minutes 7 different people, being disconnected once to be told that they could not be out until 5 days later. I told every last person that 5 days was unacceptable. Finally the last person I spoke with told me that she sees in her computer that we are scheduled for a visit on Sunday and I asked for a specific time as she was the first person to mention this. She placed us on hold and came back to tell us she was mistaken and they could not get someone out until the following Day - Monday. Obviously better than five days but not what I was Promised and it was only again after being disconnected and on the phone for 1 hour and 20 minutes total. Throughout this entire ordeal my husband and I have repeatedly told every representative we have spoken with that we are in the process of purchasing a home theater system to include TV, surround sound and video game and that it will not be purchased from Sears. Each person gave us the same sorry to hear that response and not a single one was sincere or offered to fix the problem in order to keep a Sears Customer. Moral of the story. Stop shopping at the big conglomerates and shop the local man he needs and appreciates the customers.
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3 comments
Anonymous
#199613

Let me just say that ultimately we now have a matching washer and dryer. Throughout this entire ordeal, we had frustration after frustration.

WE did make a call to Shayne in the above post and he was able to get us a replacement washer so that both the washer and dryer matched. Problem is I had to make a post on this website to make that happen. All those minutes on the phone with the numerous people and none of them could fix the problem. Funny thing is that Sears actually replaced a washer and dryer that worked all because they could not replace the plastic trim ring on a washer that worked.

Perhaps I should rephrase my comment "customer service is dead" and say "common sense is dead" Seriously, not one person could get permission to change out both trim rings so my machines would match. I actually offered that as a solution to my problem. Change both trim rind\gs to chrome instead of the aspen green and all will be OK. Not one person could get that done.

No instead Sears replaces to perfectly good machines. Yes I shall make the title change now "COMMON SENSE IS DEAD".

Anonymous
#753958
@arinck

I don't believe a word of any of this.

Anonymous
#128699

Dear Arinck:

My name is Shayne W. and I am part of the Sears Cares escalations team. We would like to apologize for the problems that you encountered with your washer and dryer set that you purchased in 2009 as well as the problems that you encountered when we delivered your new units. We do value you as a Sears customer and would like to the chance to look into this for you and get your feed back as well. At your convenience, please contact our office via email at searscares@searshc.com so that we can look into this for you. In the email, please provide a contact phone number and the number that the washer and dryer were purchased under (if it is different from the contact number) and we will call you directly. Also, please provide the screen names (Arinck) used to post here for reference to the issue.

Thank you,

Shayne W.

Senior Case Manager

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Review
#176677 Review #176677 is a subjective opinion of poster.
Loss
$1800

Sears, stand by calypso washer

I bought a Calyso Washer and dryer in 2/21/03 from Sears outlet and got insurance. Smart move. Since that time I have had them here to repair the washer at least ten times. The motor has been replace twice,the clutch once, and well over $800.oo repair to this machine. And now I have a brand new sheet caught in the tub.I have had them here to remove a coin from the pump(which empties the water)a few times.Which i consider a flaw.I sure the whole country has never left stuff in their pocket.Lesson learned I will not buy from Sears again.Their product,service and customer service all have something to be desired.
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Review
#176671 Review #176671 is a subjective opinion of poster.
Service
Sears Repair
We've been embroiled in a 2 month odyssey to obtain a simple $100 refund from a Sears online purchase. They never shipped the order, but charged our card within 2 days. Although they acknowledged it wasn't shipped, they refused to cancel our order or refund our...
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14 comments
Anonymous
#444804

I was told to use the same Rep. She has called when we were out and left a message.

I have returned the call 4 time and left a message when I would be home no call it has been 2 days. Does Sears really care?

I think not. :grin

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Review
#176462 Review #176462 is a subjective opinion of poster.
Loss
$100